“An Evolutionary Framework of Service Systems” Stephen K. Kwan, Ph.D. San Jose State University San Jose, CA, USA Jae H. Min, Ph.D.

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Presentation transcript:

“An Evolutionary Framework of Service Systems” Stephen K. Kwan, Ph.D. San Jose State University San Jose, CA, USA Jae H. Min, Ph.D. Sogang University Seoul, Korea To be presented at the International Conference on Service Science Beijing, China, April 17-18, 2008 Figures for

Customer ServiceExperience ServiceProvider Figure 1. A Service System and Its Entities

Service System A Service System B Service System C Service System D Service System E Service System F Service Interactions Figure 2. A Service System Network

Service System A Service System B Service System C Service System D Service System E Service System F Figure 3. A Service Supply Chain

ServiceExperience ServiceProviderCustomer Society Community Competition Partners Service System Employees & Stockholders Figure 4. Stakeholders in Service System Worldview

ServiceExperience ServiceProviderCustomer Society Community Competition Partners Service System Employees & Stockholders Figure 4. Stakeholders in Service System Worldview Market Segmentation Service Concept Realized Customer Flow & Service Delivery Operating Strategy Cf. Strategic Service Vision of Haskett et al in F & F Chapter 3. Facility Location & Design Capacity & Manpower Planning, Training Competitive Strategy

ServiceExperience ServiceProviderCustomer Society Community Competition Partners Service System Value Governance Employees & Stockholders Figure 5. Value Proposition and Governance

Offer of Service Intent to Transact ServiceConsumption Settlement Feedback CRM Marketing Reservation/Prepayment ServiceDelivery Payment Assessment Browser Interested Buyer Payer Concerned Abandonment Abandonment Front Stage Back Stage Employees, Equipment, Technology, other Customers, etc. Employees, Equipment, Technology, Suppliers, etc. Customer Role Sub-Systems Customer ServiceExperienceServiceProvider Entities: DisputeResolution Acceptance AdvertisingAwareness Figure 6. Service System Details (1)

Browser Interested Buyer Payer Concerned Offer of Service Intent to Transact Service Consumption Settlement Feedback CRM Marketing Reservation Service Delivery Payment Assessment Abandonment Front Stage Back Stage Employees, Equipment, Technology, other Customers, etc. Employees, Equipment, Technology, Suppliers, etc. Customer Role Sub-Systems Customer Service Experience Service Provider Conversion New Repeat INFORMATION ? Dispute Resolution Acceptance Advertising Awareness Figure 7. Service System Details (2)